Hong Kong Quality Assurance Agency

[MT56] ISO 10002:2018 Customer Satisfaction - Guidelines for Complaints Handling - Internal Auditor Training

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Course Information

Schedules
  • 20 Dec 2021 (Mon) - 21 Dec 2021 (Tue) 9:00 AM - 5:30 PM
Registration period
6 Dec 2021 (Mon) - 19 Dec 2021 (Sun)
Price
HKD 3,300
Course Level
Study Mode
Duration
2 Day(s)
Language
Cantonese
Location
19/F K Wah Centre 191 Java Road North Point Hong Kong
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Course Overview

Who should attend
Personnel handling complaints in companies, call centres, government agencies and industry associations
 
Course objectives
·      To appreciate the importance of internal audit in a quality management system
·      To plan and implement effective internal audits against ISO 10002:2018
·        To provide value-added auditing
 
Prerequisite
Delegates must have good understanding of ISO 10002 standard before attending this auditing course
 
Delivery Method
Presentation, workshop, discussion & exercise
 
Certificate of attendance
Certificate of Attendance will be issued to participants who have attended more than 90% of the enrolled course hours

What You’ll Learn


Course contents
·        What is an Audit?
Ø Audit objectives
Ø Managing an audit
·      Planning an Audit
Ø Identify audit objective
Ø Extent of an audit
Ø Principles of audit
Ø Auditor competence
·      Implementing an Audit
Ø Audit activities
Ø Preparing for audit
。Defining process map
。Determining audit trail
。Scheduling an audit
。Preparing audit checklist
Ø Conducting an audit
。Opening meeting
。Conducting an audit
Ø Reporting audit result
。Presenting audit findings
。Preparing audit report
。Closing meeting
Ø Follow-up after audit
·        Checking and Improving Audit Process
Ø Monitor and measuring an audit
Ø Improving the audit process
 


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